Implementation & Operations Manager

We are looking for a highly organized, self directed Implementation & Operations Manager to become the operational backbone of our customer onboarding and implementation process. This person will own the transition from sales to delivery, ensuring every new customer is onboarded efficiently while building the systems and processes that allow the company to scale.

This is not an administrative role. We are looking for someone who enjoys creating structure from ambiguity, improving workflows, documenting repeatable processes, and driving projects forward with limited direction. The ideal candidate enjoys solving operational problems, communicating with customers, working closely with product teams, and leveraging AI tools to increase efficiency.

You will work directly with company leadership and have significant ownership over how customer implementation and internal operations evolve as the business grows.

Responsibilities

• Own the customer handoff process after a deal has been signed
• Lead all customer onboarding and implementation activities from kickoff through completion
• Serve as the primary point of contact for customers during implementation
• Coordinate internally with product, engineering, and leadership to ensure successful deployments
• Manage implementation timelines, milestones, deliverables, and customer communications
• Create and maintain onboarding documentation, implementation guides, playbooks, and standard operating procedures
• Continuously improve operational processes to reduce manual work and increase scalability
• Identify bottlenecks and proactively recommend solutions
• Build and maintain project tracking within Jira, Notion, or similar platforms
• Leverage AI tools such as Claude, ChatGPT, Claude Code, and other productivity tools to improve documentation, workflows, research, and operational execution
• Develop repeatable implementation systems that minimize founder involvement over time
• Ensure every customer receives a consistent, high quality onboarding experience
• Maintain exceptional attention to detail across all customer and internal deliverables, * Customers experience a seamless implementation process from signed agreement through launch
• Implementation timelines are consistently met
• Internal processes become increasingly documented, repeatable, and scalable
• Leadership spends less time coordinating implementations and more time growing the business
• Operational improvements are continuously identified and implemented
• AI tools are thoughtfully integrated into daily workflows to increase speed, quality, and consistency

Who You Are

• You naturally create order where none exists
• You take ownership without waiting for direction
• You enjoy building systems that make everyone around you more effective
• You notice inefficiencies and fix them
• You are comfortable balancing customer communication with internal execution
• You care deeply about quality, organization, and delivering an exceptional customer experience
• You are excited to help build a company and leave every process better than you found it

• Three to seven years of experience in customer implementation, account management, customer success, sales operations, revenue operations, or a similar operational role within a SaaS or technology company
• Experience managing customer implementations or complex projects
• Experience developing operational processes and documentation from the ground up
• Strong written and verbal communication skills
• Excellent organizational and project management abilities
• Ability to work independently with minimal supervision
• Highly detail oriented with strong follow through
• Comfortable working in a fast paced startup environment where priorities evolve quickly
• Strong proficiency with Notion, Jira, Google Workspace, Slack, and modern productivity software
• Experience using AI tools including ChatGPT, Claude, Claude Code, Notion AI, or similar platforms as part of daily work
• Ability to communicate effectively with both customers and technical product teams

Preferred Qualifications

• Startup experience
• Experience building internal operating procedures and documentation libraries
• Experience with CRM platforms such as HubSpot or Salesforce
• Experience with workflow automation platforms such as Zapier, Make, or n8n

Serve AI is building the next generation of enterprise intelligence infrastructure for organizations that cannot afford hallucinations, inconsistent outputs, or black box AI. Our deterministic intelligence platform delivers fast, traceable, and auditable answers that organizations can trust across regulated, security conscious, and mission critical environments.

Unlike traditional AI systems that generate probabilistic responses, Serve AI is designed around deterministic execution. Every answer is grounded in verified enterprise knowledge, providing organizations with consistent, explainable, and repeatable results while maintaining complete control over their data and deployment.

We are backed by JAM Fund and a network of investors and executives from leading technology companies including Google, Microsoft, Meta, NVIDIA, OpenAI, Anthropic, DoorDash, Toast, Tesla, CAA, and Major League Baseball.

As an early stage company, every employee has the opportunity to make a meaningful impact. We move quickly, value ownership over bureaucracy, and look for people who enjoy solving difficult problems, building systems from scratch, and helping define the future of enterprise AI. If you thrive in environments where your work directly influences customers, products, and company growth, you’ll fit right in.

Pay: $65,000.00 - $70,000.00 per year